Manager, Customer Success Programs (US)
Apryse, United States
Job Description
The Manager of Customer Success Programs plays an exciting and crucial role in identifying, facilitating, and implementing cross-functional processes and program improvements to enhance the employee and customer experience. This role provides tremendous value in net revenue retention. Career progression to a director role within 2 years.
Responsibilities
- Identify, facilitate, and implement cross-functional process and program improvements to enhance the employee and customer experience.
- Metric tracking and reporting to all front-line leadership
- Manage a process with internal stakeholders to ensure current operational mechanisms (forecasting, expansion opportunities, etc.) and supporting metrics are meeting business needs.
- Help business leaders identify volume trends and proactively plan for resource needs; collaborate to project future volume expectations for all upcoming monthly and annual customer patterns.
- Lead implementation of enterprise software deployments and integrations such as customer platforms (Gainsight) or support solutions (Zendesk, etc.)
Requirements
- Organization (detail-oriented, meeting efficiency, fierce data hygiene, tracking, etc.)
- Project and program management (understands how to chunk work and prioritize, stakeholder nurturing)
- Communication (able to clearly articulate vision and expectations downward while filtering feedback from stakeholders).
- Flexibility (being comfortable in the grey, adjusting expectations, professional poise, positioning your program for success in the face of change)
- Execution (delivering against a strategy and mission, driving performance, composed urgency, accountability).
Assets
- Technical aptitude (has baseline technical knowledge and the attitude and desire to continuously learn in a technical environment)
- Change management can help teams navigate through uncertainty with faith despite not fully understanding the end goal
- Software implementation experience
Benefits
- Competitive salary commensurate with experience amp; qualifications.
- A comprehensive extended benefits package including health, dental and vision for you and your family.
- 401(k) Retirement Savings Plan with contribution match.
- A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
- Annual recurring WFH allowance for you to purchase items you need for your home office.
- Bi-weekly lunches and monthly socials.
- On going support for learning development so you can master your craft.
- Work with the hardware you're most comfortable with (Windows or Mac).
- Diverse and inclusive workplace where we all learn from each other.
- Excellent work-life balance with a flexible remote work environment.
Company Description
Apryse is the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler.
We are also a fast-growing company, chosen as one of Canada's Top Small amp; Medium Employers of 2022 by Mediacorp Canada Inc and selected among Canada’s best employers for recent graduates with its addition to the 2022 Career Directory.
Since having secured a $95M strategic growth investment in 2019, we have grown from approximately 50 employees to over 370, made eleven acquisitions, and in 2021, Thoma Bravo, the top private investment firm in the world for software, came on board with another strategic growth investment.
Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more!) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces.
Internally, we foster an atmosphere of opportunity, growth, and success for every individual amidst an exciting and challenging entrepreneurial culture. Career progression is based on merit, not tenure. Every member of our vibrant team is empowered to be a contributor, innovator, and successful leader.
Ready to join our team?